DATE: August 29, 2013TITLE: Supervisor, Box OfficeDEPT: Box OfficeREPORTS TO: Manager, Box OfficeAVAILABLE: Immediately HOURS: Full Time Regular; Sunday- Thursday 8:00am-5:30pmJOB SUMMARY: The Supervisor of Box Office is responsible for overseeing the Box office by supervising, training and coordinating staff in their daily duties and ensuring that the Box Office areas (Ticketing Booth, Whale Watch on-site visitor operations, and IMAX visitor operations) function smoothly and efficiently. The Supervisor, Box Office is also responsible for all Box Office monetary functions and daily monetary reconciliation.RESPONSIBILITIES: 1.Supervise in a visible and active manor, all staff in the Box Office areas while reinforcing and maintaining employee policies, procedures and department guidelines to ensure quality customer service and applicable sales levels.2.Assist department manager with written periodic and annual employee performance reviews.3.Supervise the overall staff operations of the Aquarium Box Office including all monetary and non-monetary deposits for the Main Ticket Booth, and IMAX ticketing area.4.Supervise staff in the overall visitor operations of the Simons IMAX Theatre in all areas concerning leads, hosts and cashiers. 5.Supervise Whale Watch visitor operations in any areas that may affect the plaza, Box Office or overall customer service. 6.Work in conjunction with the Box Office Manager and other Supervisors to adequately staff all front line work areas and to demonstrate and ensure consistently high standards of customer service.
Prepare daily and weekly staffing schedules in conjunction with department manager.7.Train new employees in the ticketing system and retrain / refresh skills with existing employees on a regular basis. 8.Deal calmly and courteously in stressful situations and address visitor concerns as they arise.9.Help enforce high standards for staff and ensure accountability to those standards through positive reinforcement, incentive programs and discipline as needed. 10.Responsible for recruiting, screening and hiring enthusiastic candidates for employment who demonstrate good judgment and a strong work ethic; training lead staff in their duties ensuring their ability to act independently and responsibly when supervisory staff is not present. 11.Organize, update, distribute and explain all ticketing coupons, discounts and marketing materials to all points of sale.
12.Know and be able to perform all job functions in Box Office and IMAX. Perform other position related duties as assigned.EDUCATION: Minimum Training and ExperienceAssociate's degree in Business, Hospitality (or related) and 2-3 years of related experience in operations of a busy institution. 2 years of supervisory experience is an absolute requirement.KNOWLEDGE, SKILLS AND ABILITIES: Must be enthusiastic and energetic! Willingness to have flexible schedule including one weekend day per week and occasional nights based on special events.Strong supervisor of staff with ability to ensure staff are capable of delivering on the high standards for performance.Demonstrate the skill of rendering mature judgment and relating to a wide variety of people.Demonstrated ability to create a positive work environment and to maintain staff morale and team spirit.Strong customer service and operations experience in a fast paced, high volume environment.Ability to identify and resolve guest issues.
Ability to multi-task and deal with challenging visitor situations.Self-directed and resourceful problem solver.Willingness to have flexible schedule including weekend work.Experience with reconciliation and knowledge of register ticketing programs preferred.Strong organizational, communication, computer and math skills required.Passion for the mission of the New England Aquarium.Ability to pass a CORI background check.New England Aquarium is an equal opportunity/affirmative action employer committed to diversity in the workplace.